||Frequently Asked Questions
- Q: What kinds of parts do
A: We sell almost every type of auto part, from engines to tail
lights. We sell suspension parts (like struts & shocks), electrical
parts (like alternators, starters, switches & relays), ignition
parts (like spark plugs, distributors & coils), chassis parts
(like ball joints, tie rod ends, springs), fuel & emission
parts (like carburetors, fuel pumps, fuel injectors, oxygen sensors,
EGR valves), little parts (like filters, wiper blades, & rear
view mirror glass) and big parts (like radiators, engine blocks
& complete rebuilt transmissions). We sell the types of parts
you might find in your local NAPA or AutoZone--but we have more
selection, more vehicle applications and lower prices. We also
sell lots of things you won't find in a typical auto parts store
(like sheet metal, bumpers, carpets & shop manuals).
- Q: Where do your parts come from?
A: We sell original GM and Ford parts from AC/Delco and Motorcraft,
aftermarket parts from "Tier 1" OEM suppliers like Monroe,
Gates & Federal-Mogul, parts imported from Asia and Europe
at incredible prices (like Brembo brake rotors, Flennor sensors, Mann & Hummel filters,
Behr Radiators, and ATE brakes), remanufactured parts from leading
companies like A1 Cardone, and specialty parts from small companies
you may not have heard of (like repair manuals on CD from Detroit
Iron and Ford Explorer armrest repair kits from Heritage). Everything
we sell comes with a full manufacturer warranty.
- Q: What does a part
A: If there is a More Info button next to the part number, click on it to see the part and/or
more information relating to the part. Please rely on the description
in the catalog to choose which part to order, and the "More
Info" for general information. We try hard to always show
an exact picture of a particular part, but color, logo, texture,
side (LH , RH, Front, Rear), place of manufacture etc. may vary
from what is shown in the image. Manufacturers may change product
packaging, colors, and graphics without notice. Tip: A
new browser window will open when you click the More Info button.
If this does not happen, you may have a pop-up blocker installed.
Most blockers can be bypassed by holding down the "Control"
key on your keyboard while clicking on the button.
- Q: I'm interested in ordering online,
is your website secure?
A: Yes! We use 128-bit SSL encryption for the shopping
cart, so your name and address as well as the credit card number
you send us is protected. (Most browsers show a small padlock
in the corner of the screen to confirm you are viewing a secure
site. If you double-click on that padlock, you'll see the details
of our SSL certificate.)
- Q: Can you send me a paper catalog?
A: No, we do not have a paper catalog. All of our available parts
are listed in our online catalog which is continually updated.
- Q: I can't find a part I'm looking for.
Where is it?
A: Please use the search on "Part Number Search" page
in our catalog. All the parts we carry are listed in our catalog,
so if you're looking in the correct category and the part isn't
there, we don't have it--you may need to try the service department
at your dealership or salvage yards.
UNDERSTANDING CATALOG LISTINGS
- Q: What is LH/LT/Left Hand vs.
A: The side is determined as if you are sitting in the vehicle.
- Q: What is a Return and Rebuild Service (R&R)?
A: When cores are in short supply, it's difficult to keep
remanufactured items in stock. "Return and Rebuild Service
Only" means we don't have an already-rebuilt part to send
you; you must send your old part to be rebuilt and then returned
When you order an R&R part, we'll collect your payment
and send you instructions via email explaining where to send
your old part. You'll need to pay a carrier like UPS or FedEx
to ship it to the manufacturer (see table below for locations).
The cost of shipping it back to you is included in your order
total. Core charges do not apply to R&R parts (if a core
charge was applied to your order, it will be refunded when the
R&R instructions are sent). If your old part cannot be remanufactured, it will be returned
to you and your payment will be refunded, except for any testing/handling
fee charged by the manufacturer (see table below).
Rebuild times vary depending on the part and company. These
times do not include shipping time to and from the manufacturer:
||1-2 business days
||$20 testing fee if unit tests good
||6-13 business days
||No testing or handling fees
||3-5 business days (Electronics
may take 7-10 business days due to high volume)
||$5 handling fee if item cannot
be rebuilt & $65 fee if electronic module tests as "Good"
||Philadelphia/Texas depending on
||5-7 business days
|| No testing or handling fees
|| Colmar, PA
||1-5 business days
||No testing or handling fees
||Long Beach, CA
||3-5 business days
||No testing or handling fees
||1-3 business days
||$42.50 if domestic part tests as
"Good" and $82.50 if import part tests as
||Boca, Raton, FL (US customers)
Concord, Ontario (Canadian customers)
- Q: What
is a "wholesaler closeout"?
A: Briefly, closeout parts:
• Parts acquired in bulk at discounted prices
• Limited availability
• Cannot be replaced with regular inventory at the same price
• May differ from regular inventory in design, construction, and included accessories, but differences do not affect overall fit and function
• Have a 30 day warranty/return policy
For more detailed information about closeout parts, see below:
"Wholesaler closeout" parts come from several circumstances: A manufacturer may discontinue certain part numbers or drop an entire product line. A distributor may switch from one brand of products to a competing brand. A store may decide to clear out slow-selling parts to make room for more popular items.
In circumstances like these, the seller is willing to accept a small fraction of retail value from someone willing to take all the parts at once. Wholesalers specializing in surplus inventory make these bulk purchases and then re-distribute the parts to other stores and distributors, or to overseas markets.
RockAuto is not a wholesaler of surplus inventory, but we work with some of those companies to offer their products to our customers. These parts are a tremendous value. They're new (or remanufactured), name-brand items that fit the same as our regular inventory, but because the wholesaler paid pennies on the dollar, we can afford to sell them for much less than retail price. In the case of discontinued parts, closeout inventory allows us to offer parts that otherwise would no longer be available at all.
In most cases in which a "wholesaler closeout" is offered, our catalog also offers the same part from our regular inventory, fully warranted, at regular price. Each customer can decide if the cost savings for closeout parts, in his or her situation, are enough to offset the slightly higher risk. Many of these parts have a limited availability, so when they are sold out, we can not offer an alternate regular inventory part for the same price.
Manufacturer’s make small changes to their parts over time without changing the fit or function. The part descriptions in our catalog are always based on the most current data and part designs available from our manufacturers. Wholesaler closeout parts, because of the nature of how they are obtained, tend to be older inventory. Because it is older inventory, wholesaler closeout parts may differ from the regular inventory in design, construction, and included accessories, but these differences do not affect the overall fit and function. For example, a ball joint in regular inventory might be painted black with no grease fitting while the older, wholesaler closeout ball joint of the same brand is painted silver with a grease fitting. The part for the right side might be a different color than the part for the left side. Differences in appearance could be important to some customers such as those preparing classics for exhibition at car shows.
Our regular return policy applies to everything we sell, including "wholesaler closeout" items. However, because we are buying these parts from a wholesaler, and not from the manufacturer or one of the manufacturer's authorized distributors, the manufacturer will not honor warranty claims on closeout items.
What does "Private Label Pkg" mean?
A: Parts labeled "Private Label Pkg" are similar to
other parts, except they come in a plain package instead of one
that includes branding. Private label packaging may have other
company brands stamped on them as part of a wholesale
- Q: Why are your prices so
much lower than at my local store or dealership?
A: Our prices are lower because our costs are lower. Local stores
have to buy inventory, put it on the shelf and pay someone to
stand at a counter looking up parts in paper catalogs or in the
store's computer system. A part may sit on the shelf for a year
or more before someone with that particular vehicle needs that
particular part and decides to buy it from that particular store--when
they do, the store owner needs to recover a year's worth of cost
in one sale.
RockAuto customers choose their own parts using our online catalog.
We ship directly to our customers from wholesale warehouses or
manufacturers. We have no retail stores, no counter-people and
we don't have a lot of money tied up in slow-moving inventory.
We pass the savings on to our customers with lower prices. Our
cost savings are all in distribution, though--the parts we sell
are the same first-quality merchandise you'd find in any reputable
- Q: Why is there such a wide
range of prices between brands?
A: Some customers insist on "nothing but the best."
Others say, "I just want something that will work."
We try to satisfy both by offering parts at different price/quality
Premium brands like Wagner and Raybestos are often identical
to the parts that came on the vehicle originally. Sometimes
they are even "better than new" because they're designed
to solve problems the car manufacturer overlooked. They are
made from top-quality materials that will last a long time.
And of course, Premium brands spend a lot on marketing.
Economy parts like Guardian, Pro-Tec, and Tru-Tech are usually
made outside North America. They may look different than the
OEM part they replace (though they will fit the vehicle). They
may lack features like grease fittings or chamfered edges. They
may use lower-quality materials and wear out sooner. These parts
are designed to meet, but probably not exceed, OEM requirements.
They're functional parts at a great price.
If you're an aggressive driver, travel a lot of miles, use
your truck to haul heavy loads, and plan to keep it a long time,
it's probably worth the extra money for a Premium part. If you're
just running errands around town and your car has so many miles
that the engine is likely to die before the brake pads or ball
joints wear out, Economy parts are probably fine.
- Q: I want to make sure I
get the right part. Do you have photos of the parts?
A: Most of the parts listed in our catalog have photos and/or
other descriptive information available. Click the "More
Info" button or the thumbnail image to the left of the price. Please
rely on the description in the catalog to choose which part to
order, and the "More Info" for general information.
For example...some manufacturers provide images that may show
more than one view of the part, or use the same image to represent
both left and right hand side parts.
- Q: What do the red hearts in the part listings mean?
A: Some more popular parts will have a heart icon next to the part number. This is intended to help customers choose among otherwise similar parts. The popular parts are chosen based on the number of times they have sold with the fewest reported issues.
- Q: What does the "core"
A: A core is the old part you are replacing. When you buy a remanufactured
part, manufacturers need the core so they can rebuild it and add
it to their inventory. The core charge is like a deposit on a
soda bottle--you pay it when you place the order, but it's refunded
if you send back your old part. For more information about cores,
- Q: What does "non-stock
item--shipping delayed up to X business days" mean?
A: This means our warehouses do not have the part, but we can
order it from the manufacturer--the number indicates how much
time will pass before the part would be shipped to you. Most manufacturers
will ship directly to you (the 2-day delay covers their time to
process the order). Some manufacturers insist on shipping to us
and then we re-ship to you (which causes a longer delay). And
a few manufacturers won't accept special orders at all, so we
have to add non-stock items to our next stock order (stock orders
are placed about once a month, so these parts say something like
"shipping delayed up to 28 business days").
- Q: What does "May
take up to X days to ship due to Destination Address" mean?
A: Some warehouses are unable to ship directly to certain addresses,
so the parts need to be transferred to an intermediate warehouse
that is able to ship to the given destination. This often is the
case for APO/FPO or other addresses where mail is the only available
shipping method. If you want to avoid this delay, try having your
order shipped to an address where FedEx or UPS can deliver (i.e.
a physical address instead of an APO/FPO) if possible.
- Q: Do you have the part I want
A: Unless our catalog states "Non-stock item--shipping delayed
up to X business days" in the description, the part is available.
- Q: How many of each item come
in a set of brake pads, struts, brake shoes etc.?
A: Unless the catalog has a note like "pair packaged",
or "set of X", parts are usually priced individually. Brake Pads and Shoes are sold as sets. Quantity of one is enough
for one axle.
- Q: What does "sold in packs
of x", "x per car" and "x required" mean?
A: "Sold in packs of x" indicates that the price listed
is for an individual item, but the part is only sold in quantities/packs
of x. For example, spark plugs are priced per plug but are often
are sold in packs of four. Some hoses are priced per-foot but
sold in 10-foot rolls. When you add these parts to the cart, the
shopping cart quantity automatically adjusts to the number of
parts in the pack. To order more than one pack, update the quantity
in the shopping cart to the quantity you need. If the listing
mentions "X per car" or "X required", that
information is the manufacturer advising how many are present
on the vehicle. For example, "8 per car" in a spark
plug listing would indicate that the vehicle has 8 spark plugs.
- Q: How can I find out
more about the manufacturers of parts you sell?
A: Visit our product
lines page for links to manufacturer web sites.
- Q: What do the flags in the catalog
A: Vehicles with a flag next to them ( for European models, for Canadian models and for Mexican models) are unique to those markets. Vehicles
with no flag were sold in the US and/or multiple markets.
A flag next to a part number or car name indicates the market
for which the part manufacturer has provided application data.
Part manufacturers often provide application data only for their
local markets so we do not know whether their parts also fit
cars in other markets.
If there are no flags: Car and parts are for the US/Canadian
market (as far as we know, the car was not sold elsewhere).
If there is a flag next to the car name in part listing heading:
Car and parts are for a market outside the US, indicated by
the flag (as far as we know, the car was not sold in the US).
If there are flags next to part applications: Car was sold
in multiple markets and the part (and any associated note) applies
to vehicles originally sold in the market indicated by the flag.
For example, in the illustration below, both parts fit Audi
A4 cars sold in Canada, Europe and the US However, the "Front
Left Upper Front" and "Front Right Upper Front"
notes apply to cars sold in US and Canada; and the "Front
Left Upper Front; From 07.95; To 09.01" and "Front
Right Upper Front; From 11.00; To 12.04" apply to cars
sold in Europe.
Please Note: Where your vehicle was manufactured has nothing
to do with where your vehicle was sold. For example, a Honda
built in Japan is still a US Market vehicle if it was purchased
in the US.
- Q: What
do the check boxes at the top of the catalog do?
A: These check boxes allow you to easily filter the vehicle choices
in the catalog. You can filter the vehicles displayed by checking
or unchecking the various boxes at the top of the catalog. By
default all the boxes are checked, and all vehicles are shown.
You can uncheck the boxes of the countries you do not want to
display. For example if you want to display only US Market vehicles
in the catalog, you would uncheck the European Union and Canadian
boxes. To show only vehicles manufactured after 1989, uncheck
- Q: If I don’t have a brand preference for a given
part type, can the catalog help me choose parts that will ship
together from the same warehouse to reduce my shipping costs?
A: If you are more interested in low costs than the part brands
you are ordering, you may choose to have our Web site decide which
brand is your best choice. The program will consider several factors
including the cost of separate shipments, the price of the parts,
and the distance from the warehouse to you.
To utilize this feature, check the “Choose for Me to
Minimize Cost” box at the upper right corner of the
part category you are interested in ordering:
If you would like to order an air filter, for example, but
would be happy with any number of brands, check the “Alternate”
box next to each part you would be OK with and then click
The selected parts will be grouped together in your shopping
cart where you can specify the overall quantity you need of
that part type:
If you would like to add another group of parts, you may
go back to the catalog and check the "Alternate"
box next to the parts you wish to add and click "Add
Part”. Our system will help select the part(s) that
can ship with the parts already in your shopping cart to help
keep your shipping cost low. In the example below, the combination
of parts our Web site selected from 3 part groupings will
result in the lowest possible shipping cost:
When grouping parts, make sure you create a new group
for each unique part type. For example, if you’d
like to order a pair of rear rotors but group parts listed
as “Rear Left” with parts listed as “Rear
Right”, you will likely receive either 2 Rear Left or
2 Rear Right rotors. A separate group must be created for
each part type you are interested in ordering (in this case,
you should create 1 group containing Rear Left rotors and
another containing Rear Right rotors).
- Q: Where are you located?
A: We are based in Madison, Wisconsin but we ship from warehouses
and manufacturers throughout the US and EU.
- Q: How can I print from your catalog?
A: Click the icon. Doing this will pop up the content to be printed in
a separate page along with your printers dialog box.
- Q: Do you offer discounts for large
A: No, but we do have a discount program for repeat customers.
You'll receive a discount code via email about a month after you
place your order.
- Q: Can I see prices in my
A: At the top of the RockAuto catalog there is a "Show Prices
In" drop-down box. When the drop-down box is selected you
can choose to view the prices in our catalog in US Dollars, Australian
Dollars, Brazilian Real, Canadian Dollars, Swiss Francs, Euros,
British Pounds, Japanese Yen, Mexican Pesos or Norwegian Krone.
Prices are calculated based on interbank exchange rates updated
each morning. Please note that, because we are a US merchant,
credit card companies and PayPal process all our transactions
in US Dollars. The amount in local currency appearing on your
bank or PayPal statement may vary if they use a different exchange
rate or add fees for international transactions.
- Q: Can I share my shopping cart
with my mechanic/neighbor/brother-in-law?
A: Clicking the "Email this cart to a friend" icon will Email the contents of your shopping cart. The Email
your friend receives will have a link that will open a copy of
your shopping cart in the RockAuto catalog.
- Q: Can I have more than one
shopping cart open at the same time?
A: Yes, you can. The "Rename Cart", "Edit
Cart", and "Clear Cart" icons allow you to add shopping carts, change the name of each,
and delete a cart.
- Q: Can I view my saved shopping carts from any PC?
A: You can associate shopping carts with your account, simply by logging into your account. Once logged in, any shopping carts that are saved on the computer will automatically be associated with your account, and you will be able to view them from any computer on which you log into your account.
- Q: How much is shipping?
A: We calculate shipping charges using "live" FedEx, US Postal Service, UPS, DHL,
and truck freight rates. When you add a part to your shopping
cart, change a quantity or change your address, the cart automatically
recalculates shipping based on the weight and size of your order
and your postal (zip) code. As you're building your order, you'll
always know the full delivered cost -- before you've entered your
credit card number or any other personal information.
To minimize shipping costs:
Use the truck icons in the shopping cart and in the catalog to help you minimize
the number of locations your order will ship from. As you add
parts to the shopping cart, the truck icons with letters represent
the location where your part will be shipping from (location
A, B, C, etc.). A blank truck icon in the catalog is showing
you that the particular part is available from the same location
as a part in your shopping cart.
Ship to your office or business, rather than your home (commercial
rates are lower).
We try to make our shipping charges match what carriers
charge us. We do not consider shipping a "profit center"
-- on the contrary, we pass on to customers the discounts we receive
from carriers. For some orders, the shipping cost does include
more than just the postage you see on the box you receive. Examples
* Additional fees charged by our suppliers for shipping special-order
items directly to consumers
* Costs of inbound shipping from suppliers who will not ship internationally
to us before forwarding them on to you (applies only to international
or APO/FPO orders of certain low-volume parts)
* Impact of choosing higher-cost suppliers for some parts so everything
on an order can ship together (when the cost difference between
suppliers is lower than the cost of shipping a separate box).
If any of these situations exists with your order, it's reflected
in the shipping cost you see before you submit the order. We never
add extra charges after the order is submitted--what you agree
to pay when you enter the order is what you will be charged.
- Q: What shipping choices do
you have? / When should I expect delivery?
A: Shipping options available to your address appear in the "Shipping"
drop-down box in the shopping cart after you enter your zip code. Note: Please include a business name as well as
the name of the person to receive the package if shipping to
a non-residential address. Not all shipping options are available
for every postal code. Please use the shopping cart to determine
which options are available for your area. Ground and Business
Day Express can only be delivered to an actual address, not
a PO Box. Please allow one business day for in stock
items to be shipped.
Domestic (United States):
Ground - 1 to 5 business days from the time of
shipment. Residential address delivered Tuesday-Saturday
/ Business address Monday-Friday.
Three Business Day Express - 3 business days from
the time of shipment. Monday-Friday
Two Business Day Express - 2 business days from
the time of shipment. Monday-Friday
Next Business Day Express - 1 business day from
the time of shipment. Monday-Friday
Priority Mail Express - 1 to 2 business days from the time of shipment
in most cases.
Priority Mail - 1 to 5 business days from the
time of shipment in most cases.
First-Class Mail - 2 to 7 business days from the
time of shipment in most cases.
Media Mail - 2 to 8 business days from the time
of shipment in most cases.
Parcel Select - 2 to 9 business days from the time
With the exception of delivery to Alaska and Hawaii where
container ships may carry the mail and can take as long as 6-8
weeks. Parcel Post is an option only if no other type of mail
service is available.
Xpresspost-USA - 2 to 3 business days from the time of shipment in most cases.
Expedited Parcel-USA - 4 to 9 business days from the time of shipment in most cases.
Truck Freight - 1-6 business days from the time of shipment in most cases. Monday - Friday
International and APO/FPO: (GST
and VAT Information)
Priority Mail International - Used for APO/FPO
only. Note: When entering APO/FPO address information in
shopping cart, leave the country as United States. Do not change
country to where you are since the APO/FPO office is in the
United States. Input just the APO/FPO zip code. The correct
city, state, and country will be automatically filled in.
Priority Mail Express International - Usually reaches destination
customs office within 3 to 5 business days after being shipped
and is trackable through USPS.
Ground - Items usually arrive within
3 to 7 business days after being shipped and are trackable through
FedEx or Purolator.
Ground (Consolidated) - Items usually arrive within 2-8 business days after being shipped but can take as long as 11 business days depending on location. Shipments destined for multiple recipients will be consolidated until crossing the border. Final delivery is handled by common carriers (e.g. UPS) or by postal carriers (e.g. Canada Post). When opting for delivery to a rural postal code, please make sure to specify delivery address that can accommodate the latter.
Canada Post Xpresspost - Items usually arrive within 1 to 2 business days from the time of shipment.
Canada Post Expedited Parcel - Items usually arrive within 1 to 7 business days from the time of shipment.
FedEx International Priority - Items usually arrive
within 3 business days after being shipped and are trackable
FedEx International Economy - Items usually arrive within 2
to 5 business days after being shipped and are trackable through
DHL Express - 1 to 3 business days from the time of shipment.
UK Specific Delivery Options:
FedEx Ground Priority - 1 to 2 business days from the
time of shipment. (Some northern postcodes 2-3 days for
FedEx Ground Economy - 3 to 4 business days from the time of
shipment. (Some northern postcodes maximum of seven days)
Royal Mail First Class - 1 to 2 business days from the time
Royal Mail Second Class - 3+ business days from the time of
Royal Mail Standard Parcel - 3+ business days from the time
- Q: Can I have the parts
shipped to my mechanic/neighbor/brother-in-law?
A: The bill-to address on your order must match what your credit
card company has on file. We can ship to a different address if
you wish, though this may add some time to your order while we
verify that its OK to ship to the alternate address. Uncheck the
"Shipping Address" button in the shopping cart and
enter the a ship-to address.
- Q: I've ordered before, do I have to
re-enter all my contact information?
A: No, just enter your Email Address and either Order Number or
Zip Code from a past order and click "Remember Me" on the check out page.
- Q: Why do you need my email address &
A: We send an order confirmation to your email address immediately
and a shipment notification with tracking number(s) after the
order ships. We use your phone number only to contact you if there
is a problem processing your order. Please review our privacy statement for more information.
- Q: Can I Pre-Pay Duty and Tax?
A: Prepayment of tax is limited to certain countries, warehouses
and ship methods. If a tax amount does not appear for a portion
of your order, we are unable to prepay tax for that shipment.
If you are ordering parts for your business, you may have the
option to enter your tax ID number. Go to the Policies
page for more information about placing an order from outside
- Q: Why can't discounts be applied to shipping charges?
A: Percent-off discounts don't apply to shipping because we don't
mark-up shipping. All shipping charges go to FedEx, UPS, DHL,
the US postal service, or whichever carrier delivered the order
to the customer.
- Q: How do I use a discount
A: Enter the discount code in the "How did you hear about
us" box in the shopping cart. Enter the code without any
other numbers or characters. Discounts cannot be applied once an order has shipped.
AFTER YOUR PURCHASE
- Q: What payment methods do you offer?
A: We accept Discover, MasterCard, Visa, and American Express
as well as PayPal, wire transfers, checks/money orders, and cash
deposits at Wells Fargo banks for US customers. Canadian customers
can make cash deposits at the Bank of Montreal,
Royal Bank of Canada, ScotiaBank and CIBC banks. Canadian customers
can pay with checks/money orders, and customers of the Bank of
Montreal, Scotiabank and CIBC may use their bank's online "Bill Pay"
service. We do not offer COD delivery. All prices are in US dollars
unless otherwise specified. Your credit card company will do any
conversions to your local currency if you are not using a credit
card issued in the US. Customers may also make Electronic Fund
Transfers in € Euros, £ British Pounds or ¥ Japanese
Yen. Payment options will be displayed in the shopping cart when
the bill-to address of the order is in the appropriate country.
- Q: Can I use multiple payment methods
on one order?
A: Yes, you can (Up to four not counting Gift Certificates and
Store Credits). On the "Check Out" page:
- choose a payment method
- check the "Split Payment?" box
- enter any needed information
- enter the amount you wish to apply to the first payment
- click "Add Payment"
Your payment will be displayed in the "Payments"
section, with the remaining balance. If you choose not to use
a given payment method, use the "Remove" button and
that method will not be charged.
Repeat the above steps for any methods you wish to use to pay
a part of the remaining balance.
To specify a payment method for the remaining balance (balance
will be shown in the "Amount" box):
- choose a payment method
- enter any needed information
- click "Place Order"
- Q:What are Verified by Visa
/ MasterCard SecureCode?
A:Verified by Visa and MasterCard SecureCode are services provided
collectively by Visa/MasterCard, a card-issuing bank, and RockAuto.
A customer that is enrolled with one of the two services can be
assured that his card will not be used at an online merchant without
his permission, as long as that merchant participates in the service.
If your bank does not participate, you will see RockAuto's
order confirmation page after clicking the "Place Order"
button. If your bank participates in the services and you choose
to pay with a Visa or MasterCard, you will see a message frame
on the screen after clicking the "Place Order" button
on the checkout page.
The message you see depends on whether or not you are enrolled
with one of the two services. If enrolled, you will see a personal
message that you have already created at your bank's website
and you will be prompted to enter your password. If you are
not enrolled, the message will ask you if you would like to
activate the service. You may always "Activate Later"
and your order will still process normally. If you are prompted
to enter a password, you must enter the one you already created
in order to complete checkout. Any information that you enter
in the frame bypasses RockAuto completely and is transmitted
securely to your bank.
For more information about Verified by Visa and MasterCard
SecureCode, please visit the following sites: Verified
by Visa Info and MasterCard
- Q: What is the difference between an authorization and
A: When you place an order, the bank that issued your credit
card will place an authorization of the total amount of the
funds. This is how your bank determines if the funds are available
to make the purchase. Your card is not actually "charged"
until your order ships, except in rare cases:
Visa and MasterCard require
us to charge or void transactions within a number of days.
If you pay with a Visa or MasterCard and your order needs
to remain open longer than 2 days due to a non-stock part,
your card may be charged before all items have shipped. If
your order is later canceled, or if any part(s) on the order
are canceled, we will automatically refund the difference
to your card.
- Q: How do I use my Store Credit?
A: To use your Store Credit, select “Gift Certificate or Store Credit” as the payment method. Enter the code we sent you in the “Card #” field. Click “Add Payment”. The amount of your Store Credit will be deducted from your order total.
- Q: I just placed my order. Will it ship today?
A: Please allow 24 hours for your order to process. Orders placed
by noon central time usually ship the same day but we cannot guarantee
that an order will ship the same day it is placed. Orders do not
ship on weekends. Customer is responsible for ensuring that
FedEx, UPS, and/or any other carrier used can deliver to specified
- Q: How can I track the status of my order, request changes to my order, and return parts (including cores) if necessary?
A: You can do all this from the Order Status & Returns page:
The Processing section will show you the items in your order that have not been shipped. You can also request an item be reduced in quantity or canceled here.
The Action Required section gives you the ability to modify an order if a part is out of stock.
The Shipped section displays all tracking information. If a shipped item can be returned, a "Return" button will be available for that item.
The Returns section is where you can view the items you have selected to return (including cores) and obtain specific return instructions for each item.
- Q: How can I print an order confirmation?
A: You'll get a confirmation email when your order is placed that
you can print. You'll also see a confirmation web page which you
can print from your browser immediately after placing your order.
- Q: Not all the parts came in the box!
A: Orders may ship from multiple warehouses, so parts may come
in separate boxes.
- Q: What is your return policy?
A: Everything we sell is returnable for full part cost credit within 30 days (except parts which have been installed, painted, modified, or returned without their original packaging and certain special order / discontinued items identified in our catalog as "No Return"). If you decide you don't need a part, we don't mind taking it back, but, we can't recover shipping costs. For most returns, you have the option of generating a discounted FedEx return label from the Order Status & Returns page (with shipping costs deducted from your refund). Please follow this link for more information about our return policy.
- Q: Does return shipping cost more?
A: Returns are easy! You can print a return label at home, using our Order Status & Returns page and just drop off the package anywhere there's a FedEx pickup location. If you just decided not to use the part, you'll pay only our discounted FedEx rates (this service is available to customers worldwide, as long as your order was shipped and billed to addresses in the same country).
- Q: I recently returned an item, when
will I receive a refund?
A: Refunds typically take up to five business days to be issued.
Refunds will be issued in the same form as the original payment (e.g., if we received a payment by credit card, then we will issue a refund to that same credit card). Payments excepted from this policy include wire transfers, EFTs (electronic funds transfers), or any other cash payment for which we cannot issue refunds in kind. In these cases, a refund will be issued with a store credit or a US/Canadian dollar check. Once a refund has been issued, we send a confirmation by email. Providing us with a return tracking number will ensure a faster
refund time. If you entered the return
tracking information into the Order
Status & Returns page, you do NOT need to email us, as we will already have
the tracking information on file.
- Q: What is the warranty on my part?
A: Please visit our Warranty policy page for
- Q: How do I log into my account?
A: To log into your account:
Click the "Log In or Create Account" link in
the upper-right portion of any screen on our site
Enter your email address and password, then
press the "Log In" button. If you wish to remain signed in for
up to 14 days on this PC, check the "Keep me Signed In" box.
Once you are logged in, the link at the upper-right
will say, "Welcome <Your Email Address>" followed by a
"My Account" and a "Log Out" link
- Q: I forgot my password. How do I
A: To reset your password:
Click the "Log In or Create Account"
link in the upper-right portion of any screen on our site
Enter your email address and press
the "Forgot Password" button
You will receive an email to confirm
that you are the owner of the entered email address and that
you wish to reset your password. Please click the link in the
email or copy & paste the link into your browser's address bar.
Once your email address is confirmed,
you will receive your new password in another email.
- Q: How do I change my password?
A: To reset your password:
Log in to your account
Under Account Settings, enter the
new password you would like to use, in both the "New Password"
and the "Confirm New Password" fields and click "Submit" to
the right of the fields
- Q: How do I change the email address
I use to log into my account?
A: To change your email address:
Log in to your account
Under Account Settings, enter the new
email address you would like to use in the "New Email Address"
field and click "Submit" to the right of the field
You will receive an email at both the
original and the new email addresses to confirm that you are
the owner of the entered email address and that you wish to
change your email address. Please click the link in the email
or copy & paste the link into your browser's address bar.
- Q: Can I associate past orders
with my account, even if I used a different email address?
A: Yes! If you have an order number and know the email address
that was used in the billing address information, you can add
past orders to your new account's order history:
Log in to your account
Under Account Settings, enter the
Order Number and the Billing Email Address from one of your
past orders and click "Submit" to the right of the fields
The system will attempt to find an
order matching the entered values. It also attempts to find
other orders that were placed using the same billing address
information, so it may add more than one order to your order
- Q: Can I subscribe to or unsubscribe
from the RockAuto Newsletter and Discount Emails in my account
A: Yes, you can turn these emails on or off using the "Receive
RockAuto Newsletter and Discount Emails" checkbox:
Log in to your account
Under Account Settings, check or
uncheck the box next to "Receive RockAuto Newsletter and Discount
Emails?" and click "Submit" to the right of the checkbox
- Q: Can I specify the language
in which I wish to receive RockAuto Newsletter and Discount Codes?
A: Yes, you can choose a language using the "Preferred Language
for Newsletter and Discount Emails" dropdown:
Log in to your account
Under Account Settings, select
a language next to "Preferred Language for Newsletter and Discount
Emails" and click "Submit" to the right of the checkbox
- Q: How do I add or remove an entry in my
A: Cars will automatically be added to your car list when you
place an order for that car. You can also add cars directly to
your list without placing an order:
While logged into your account, browse to
the car in the Part Catalog tree
Click the icon to the right of the engine description to add the car to
Please note that this icon will
save cars to your account only if you are logged in. When not
logged in, the icon will still appear, to provide a link that can be used to
get back to the car in the catalog.
Cars can be removed from the list by clicking
the button next
to the car you wish to remove in the catalog cars dropdown.